Senior Customer Success Manager

Sobre el puesto

<div class="content-intro"><p><span style="font-family: arial, helvetica, sans-serif;"><strong>Who we are</strong></span></p> <p><span style="font-weight: 300; font-family: arial, helvetica, sans-serif;">Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale.</span></p> <p><span style="font-weight: 300; font-family: arial, helvetica, sans-serif;">Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term.</span></p></div><p><strong>About the role:</strong></p> <p>Our Customer Success Managers pick up where our Implementation team leaves off, working closely with our customers to understand their fleet and unique challenges, advising on how to customize Samsara for their needs, and becoming their long-term partner. </p> <p>Your role will be cross-functional in nature, working alongside and connecting Sales, Support, Sales Engineering and Product, enabling you to experience multiple aspects of a hyper-growth company from within. </p> <p><strong>This is a remote position open to candidates residing in Monterrey, Guadalajara and Mexico City.</strong></p> <p><strong>May require travel to customer sites up to 15% of the time.</strong></p> <p><strong>You should apply if:</strong></p> <ul> <li><strong>You want to impact the industries that run our world:</strong> Your efforts will result in real-world impact—helping to keep the lights on, get food into grocery stores, reduce emissions, and most importantly, ensure workers return home safely.</li> <li><strong>You are the architect of your own career:</strong> If you put in the work, this role won’t be your last at Samsara. We set up our employees for success and have built a culture that encourages rapid career development, and countless opportunities to experiment and master your craft in a hyper-growth environment.</li> <li><strong>You’re energized by our opportunity. </strong>Our vision to digitize large sectors of the global economy requires your full focus and best efforts to generate<strong> </strong>creative, ambitious ideas for our customers.</li> <li><strong>You want to be with the best:</strong> At Samsara, we win together, celebrate together and support each other. You will be surrounded by a high-caliber team that will encourage you to do your best.</li> </ul> <h4><strong>In this role, you will:</strong><span style="font-weight: 400;"> </span></h4> <ul> <li>Be on the front-lines and ensure our customers increase the safety, efficiency, and sustainability of their operations with our IoT platform. </li> <li>Compose joint success plans with customers, outlining their objectives, metrics, timelines, and effectively removing any barriers to achieving business value. </li> <li>Orchestrate renewal-focused business reviews with our customers where we look back at past successes and align on upcoming goals.</li> <li>Deeply understand the Samsara platform’s capabilities and explain them to businesses of all types - field services, utilities, long-haul transportation, school buses, and many more.</li> <li>Mitigate escalations and resolve customer issues.</li> <li>Help Customers with a wide range of general inquiries and questions.</li> <li>Solve customer issues and escalations about Samsara products and services.</li> <li>Experience in multi-channel servicing including excellent phone skills and good writing skills for Web, email, and channel requests.</li> <li>Ability to prioritize work queue and backlog in addition to incoming customer requests.</li> <li>Provide excellent customer service throughout the service cycle from initial request to final close out of the transaction.</li> <li>Champion, role model, and embed Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as we scale globally and across new offices.</li> </ul> <ul> <li> </li> </ul> <p><strong>Minimum requirements for the role:</strong></p> <ul> <li>2-5 years of experience in a Customer Success, account management, or consulting role. SaaS experience preferred.</li> <li>Experience supporting or working with technical products.</li> <li>Solutions-oriented with strong problem-solving skills.</li> <li>Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment.</li> <li>Bachelor’s degree from a 4-year…